Quality Customer Care Manager - Audi Sheffield

As a Quality Customer Care Manager, you’ll play a key part within our largest Audi and Volkswagen retailer, working with two of the best brands in the business and supported by our experienced leaders. You will be the primary point of contact for customer care, adeptly managing and resolving complaints across all departments. By proactively seeking customer feedback, you’ll streamline the complaint resolution processes to optimise efficiency and ensure we’re providing unparalleled customer experiences. This role has a high degree of autonomy and you will be expected to deliver customer delight within both retailers.

Responsibilities

• Creating exceptional experiences for our customers, providing personalised solutions and building lasting relationships to ensure excellence at every customer touch point.
• Proactively monitor and analyse customer feedback and trends, utilising this information to shape our processes for ongoing improvement with the leadership team.
• Creating a better than average customer experience using Brand measures as a benchmark and report regularly on progress and actions.
• Collaborate closely with Brand Customer Care teams to ensure timely and effective issue resolution, applying sound judgement to authorise goodwill gestures in line with company policy and commercial awareness.
• Support the design, implementation, and continuous improvement of both customer and colleague journeys, ensuring inclusivity, fairness, and alignment with organisational standards and values.
• Monitor and evaluate customer interactions across telephone and email channels, maintaining high-quality communication standards, compliance, and a customer‑centric approach.
• Consistently adhere to and promote the Customer Journey policy, ensuring best practice is embedded across all touchpoints.

Qualifications

• Experience of expertly managing customer complaints within a premium automotive/retail environment.
• Excellent interpersonal skills, with the ability to effortlessly build trust and rapport whilst managing conflict and complaints.
• Ability to work collaboratively in a cross‑functional environment, contributing positively to shared objectives.
• Confidence to meet the required standards for providing fair and transparent advice to our customers, using your understanding of legal acts which regulate issues of consumer rights protection and commercial transactions.

Benefits

• Annual leave: 34 days including bank holidays, increasing to 36 days (5 years) and 38 days (10 years).
• Family support: Enhanced paid maternity and paternity leave.
• Wellbeing & protection: Life assurance, pension, enhanced sickness cover.
• Training & development: From foundation to advanced levels through brand partner training and best‑in‑class leadership development.
• Colleague car purchase scheme & servicing discounts.
• Cycle‑to‑work and discounted gym schemes.
• Referral scheme up to £1,000.
• Flexible working.

JCT600 Ltd is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We’re proud to be a Disability Confident employer. We try our hardest to make JCT600 feel like a home from home for all of our colleagues. To us, that’s a place where we can all feel supported to be our true selves every day and where our workforce represents the wonderful communities we serve.